Leaving Plusnet - charged again

Pramilla

Hi
I've been with Plusnet for more than a decade, fearing to leave because everyone else seemed as bad. Finally I'd had enough and switched my landline (with BT until then for the same reasons) and broadband (Plusnet) to the Post Office. Everything went smoothly and my new service was activated on 15th June. I'd been told on 2nd June when I placed the order that I need do nothing more and everything would be automatic. BT sent me a letter saying they owed me a refund. Plusnet has now sent me a bill for the coming month AND are threatening to send me a £30 bill for what they claim is "incorrect transfer of broadband" by the PO. They claim that I have had two services operating for the past month. PO says that they notified Plusnet and Plusnet just didn't process it. Plusnet is threatening to send debt collectors after me if I refuse to pay. What to do? Please help

JJ_Egan

If you where out of contract with PN then its up to the gaining vendor to sort out .
But you will find that if you thought PN was bad then PO is nowhere near as good as PN .

iniltous

It's not clear, did you pay Plusnet for line and broadband, or BT for the landline rental and Plusnet for broadband only ?
A £30 charge can be raised if the correct switching process is not used when moving providers that use Openreach 'wires' , so not Virgin Media cable, but nearly everyone else.
As the switch is controlled by the gaining provider (Post Office in your case) they should inform the losing provider
It may be the case the PO effectively ordered a 'new' line rather that migrating service from you old provider or providers, if they did this then the old provider sends out a bill for the cease, although it's not always the case, if you got a 'new' number and didn't move your number with you, that could indicate a 'new' line, even if the 'new' line is using the same cables outside and the same socket in the house